Michaels — Local services in Nashville-Davidson

If I could give this location negative stars, I would. I had surgery recently and am on a movement/lifting restriction but still had Christmas shopping to do for my kids. I placed an order at this location for curbside pick up the following day which was Christmas Eve. I had coupons and rewards, used both and got a great deal on some large canvas and acrylic paint supplies for my son thinking curbside pick up is perfect due to my current medical restrictions. The next morning, Christmas Eve, I got a text stating that my order was ready. About 15 min later I got another text stating that my order had been picked up. It hadn’t, so I called the store. I explained what happened to the store associate and was told they aren’t responsible and also that many of the items I ordered were now out of stock. I then asked how she could help me, explained my situation and also that it makes no sense that my order would be given to someone else considering you have to scan my barcode and check my ID. She then tells me they don’t do that which was confusing because it says so right on the website and I also know that this location has curbside pick up parking spaces.I asked her to please put herself in my shoes as I legit just had surgery and am just trying to get Christmas gifts for my kids. She then cuts me off, yells at me and them hung up on me. I tried calling back a few times only to be hung up on each time. After that, I tried my work phone, someone picked up, I asked to speak to a manager and was hung up on AGAIN. I called the store 15 times before someone finally picked up. It was a manager named Peggy. Peggy proceeded to yell at me for calling so much to which I told her I wouldn’t have had to had I nor been ignored. Please keep in mind, I kept my voice even toned and respectful the entire time. Peggy then tells me she can “try” to find my order but probably not all of it. I asked her to please try to understand my situation, I am immobile for medical reasons and am just trying to get my son his Christmas gift. She then yelled at me again so finally I asked for a refund. I then called a different Michael’s, one that is much farther from me. I explained what has just happened, they tried to transfer my order to their store but couldn’t because it had already been picked up. The girl from this store was so nice to me, apologized for Peggy and the other store even though it had nothing to do with her. I placed a new order for the same items, paid more because I lost my rewards and had to drive about 20 min further to pick it up. The sweet girl, her name is Lauren, packed all my stuff herself and brought it to my car apologizing again for how I was treated. I have Lauren a Christmas card and a Starbucks gift card because kind people deserve to be recognized. Peggy has been reported to corporate and hopefully I will get my refund. I will never shop at this location again. I sure hope that whatever is going wrong in Peggy’s life gets better because no one deserves to be treated the way...

I have never encountered such rudeness and unprofessionalism as I did at Michael’s store location. The supervisor, Peggy, was shockingly unprofessional, dismissive, and entirely unhelpful. I was returning an unused item that didn’t work for me, and their policy clearly allows for returns.

The employee assisting me, Angela, first accused me of trying to return an item that wasn’t from the store—even though I had just purchased it there an hour earlier. She struggled to process the return and repeatedly asked Peggy for help. Peggy, instead of assisting, became visibly irritated every time she was approached. She would throw up her hands as if she couldn’t do anything, standing next to a cart and doing minimal tasks while blatantly ignoring the situation. Her attitude was not only unprofessional but entirely useless.

Another supervisor eventually stepped in and tried to help by offering store credit or suggesting I drop the item off at a fire department, though neither option worked for me. At least she made an effort. But Peggy, instead of supporting the supervisor’s attempt to resolve the issue, rudely interrupted and snapped, “You can’t just give a customer what she wants.” It was clear Peggy was more interested in making the process difficult than finding a fair solution.

What made this even worse is that I spent nearly an hour in the store trying to resolve this issue while visiting from out of town. I had plans to attend a birthday party and ended up being late because of this ordeal. By the end of it, I was in tears—stressed, frustrated, and completely disappointed.

Peggy’s behavior was unacceptable, and I have reported this to the district manager. This experience has ensured I will never shop at this...

Ignorant customer service. I ordered the Cricut Maker 3 yesterday so that I can pick it up today. Went first thing this morning. Got home after all my errand and opened the box. It was used with all of the components including the cables missing. Shrink wrap missing. No support components to protect the machine. Inoperable. I took it back and encountered the dumbest sales associate.

I waited in line. When it was my turn, they weren’t sure if they had a new one. My sales associate tells me that there may be new ones in the boxes behind the register but she can’t open it now because there are so many people in line. But I could walk down the Cricut aisle and see if they is another one. The reason I prepaid and requested curbside is so that I didn’t have to do just that. This is my second time coming here and I am annoyed.

She is clueless and refused to help me because I was being “rude” when I told her I am not doing that. It’s not her fault, it’s Michaels’ fault. I had to correct her. She works for Michaels therefore she represents Michaels.

This wasn’t a craft item sale issue. I paid over $386 for the machine. I expect it to be new and complete.

I returned it and will stop shopping at Michaels. JoAnns has much smarter and professional people...